Deputy Manager - Call Center

Job Summary:

The Deputy Manager – Admission Counselling oversees the day-to-day functioning of the admissions call centre, manages counsellors and team leaders, ensures high-quality student interactions, and drives enrolment targets. This role involves team leadership, performance improvement, student experience management, and operational efficiency.

Key Responsibilities:

1. Team Management & Operations

• Oversee a team of admission counsellors and telecallers.
• Monitor counsellor productivity, call flow, lead assignment, and daily operations.
• Ensure timely follow-up of leads, proper guidance to students, and smooth admissions support.
• Conduct daily briefings to communicate targets, updates, and expectations.

2. Admissions Performance & Conversion

• Track daily, weekly, and monthly conversion rates from inquiries to admissions.
• Implement strategies to improve lead engagement and enrollment conversions.
• Support the team with difficult or high-value leads to close admissions.
• Ensure counsellors meet individual and team admission targets.

3. Quality Assurance & Student Experience

• Monitor call quality and counselling effectiveness through audits and live monitoring.
• Provide feedback to improve communication, product knowledge, and counselling techniques.
• Ensure counsellors deliver accurate and clear information about courses, eligibility, fees, scholarships, etc.
• Resolve escalated student/parent queries efficiently.

4. Training & Development

• Identify skill gaps and conduct coaching sessions for counsellors.
• Motivate the team and build a positive, high-performance culture.

5. Process & Performance Improvement

• Analyze lead performance, call metrics, and conversion data to identify improvement areas.
• Work with marketing and admissions teams to enhance lead quality and counselling strategies.
• Implement best practices to optimize workflow and reduce drop-off rates.
• Suggest improvements in scripts, follow-up processes, and student communication.

6. Reporting & Coordination

• Maintain and share daily/weekly/monthly performance reports with management.
• Ensure accurate CRM/data entry and strict adherence to counselling guidelines.
• Coordinate with academic teams, marketing, operations, and management as required.

Required Skills & Qualifications:

• Bachelor’s degree (MBA or education sector experience preferred).
• 5–8 years of experience in admissions counselling, call centre, sales, or education operations.
• At least 3 years of team lead or supervisory experience.
• Strong communication, leadership, and counselling skills.
• Knowledge of CRM systems, MS Excel, and call-centre tools.
• Ability to manage targets, deadlines, and team performance.

Personal Attributes:

• Student-focused and solution-oriented mindset.
• Excellent coaching and motivational skills.
• High energy, patience, and positivity.
• Analytical thinking with strong problem-solving abilities.